After the sale
When to use it
Section titled “When to use it”- You sell on Instagram, WhatsApp, at a market stall or from a small shop, and many customers buy again.
- Orders are paid by bank transfer or at the counter, and nobody follows up after the sale.
- You want more reviews and more repeat orders without writing every message yourself.
Where the data comes from
Section titled “Where the data comes from”| How | What |
|---|---|
| A form your staff fill in | A Record a sale form that you or your seller fills after each sale, on a phone, matched to the customer by phone number. It doesn't ask for prices. |
| A CSV upload | Optional: import your regulars with last_purchase_at (an ISO date) and first_name, so the restock messages work from day one. |
What it sets up
Section titled “What it sets up”| Kind | Name | What it does | Lands |
|---|---|---|---|
| Team | Owners | Gets the monthly summary. | Empty |
| Form | Record a sale | Staff form to record a sale. It saves the purchase date and category on the customer. It asks for no prices. | Draft, not published |
| Segment | Time to restock | Last purchase more than the restock time ago, but not too long ago. | Ready |
| Segment | Bought in the last 30 days | Bought in the last 30 days (for the report). | Ready |
| Template | Delivery check (SMS) | "Did it arrive OK?" by SMS. | Ready |
| Template | Delivery check (WhatsApp) | "Did it arrive OK?" on WhatsApp. Needs Meta approval. | Ready |
| Template | Review request (SMS) | Review or tag request by SMS. | Ready |
| Template | Review request (WhatsApp) | Review or tag request on WhatsApp. Needs Meta approval. | Ready |
| Template | Restock reminder (SMS) | "Time to restock?" by SMS. | Ready |
| Template | Restock reminder (WhatsApp) | "Time to restock?" on WhatsApp. Needs Meta approval. | Ready |
| Question | Report: sales recorded | How many sales were recorded in the period. | Ready |
| Question | Report: customers who bought | How many different customers bought in the period. | Ready |
| Question | Report: sales by category | Sales recorded per category. | Ready |
| Report | Monthly: sales summary | Sales recorded, customers who bought, sales by category and who is due to restock. | Off |
| Follow-up | After the sale: did it arrive? | Two days after a delivery sale, asks whether the order arrived OK. Pickup sales are skipped. | Off |
| Follow-up | After the sale: review or tag | Five days after a sale, asks for a review or an Instagram tag; at most once a month per customer. | Off |
| Follow-up | After the sale: time to restock? | Daily run over "time to restock"; one message per cooldown. | Off |
The questions it asks
Section titled “The questions it asks”| # | Question | Default | Fills in |
|---|---|---|---|
| 1 | What should messages call your shop or brand? | none, must answer | org_name |
| 2 | What do you sell? (the categories you pick from when recording a sale) One per line. Short names. | Clothing, Beauty, Accessories, Home | categories |
| 3 | After how many days do regular customers usually need to restock? For example 30 for skincare or food, 90 for clothes. | 30 | reorder_days |
| 4 | Where should happy customers leave a review or tag you? (your Instagram page, a Google review link) | none, must answer | review_url |
| 5 | Which link should restock messages point to? (your WhatsApp catalogue or online shop) | none, must answer | catalogue_url |
| 6 | Send these messages on WhatsApp instead of SMS? WhatsApp needs a connected business number and Meta's approval of each message. SMS needs an SMS provider. | No | use_whatsapp |
Other settings
Section titled “Other settings”These have defaults. Change any that don’t fit.
| Setting | Default | Key |
|---|---|---|
| Stop asking about restocking this many days after the last purchase | 60 | restock_until_days |
| Hours before the same customer can get the restock message again | 720 | restock_cooldown_hours |
| Delivery check after the sale | 2d | delivery_check_delay |
| Review request after the sale | 5d | review_delay |
| Daily send time for the restock message | 10:00 | send_time |
| Number or handle customers can message | ‹workspace phone› | shop_contact |
| Team that gets the monthly summary | Owners | report_team |
| Monthly report (five-field cron, in the time zone below) | 0 9 1 * * | report_cron |
| Time zone | ‹workspace timezone› | timezone |
| Default phone country on the form | ‹workspace country› | default_country |
| Greeting when a first name is missing | there | greeting_fallback |
Timings
Section titled “Timings”- 2d after a delivery sale is recorded: a message asking whether it arrived OK. Pickup sales don't get it.
- 5d after any sale: a request for a review or an Instagram tag, at most once a month per customer.
- Every day at 10:00 (‹workspace timezone›): a restock message to customers whose last purchase was more than 30 days ago and less than 60 days ago.
- Monthly summary on the schedule 0 9 1 * *.
Channels
Section titled “Channels”| Channel | Needed for | Before it can send |
|---|---|---|
| All three messages, if you choose WhatsApp | A connected WhatsApp Business number, and each template approved by Meta (submit it from the template page). The templates must be approved before you switch the follow-ups on. | |
| sms | All three messages, if you choose SMS | An SMS provider, or Origamy managed SMS after business verification (KYC). |
What you need to do
Section titled “What you need to do”- After each sale, fill the Record a sale form: the customer's phone number, first name, what they bought (a category), the date and pickup or delivery. It's ten seconds on your phone. Record sales the same day, or the messages arrive late.
- If you chose WhatsApp: connect your WhatsApp Business number, then submit the three templates for Meta approval from the template page and wait for them to be approved. Meta can take a day or more. Give a real review link and catalogue link, because the WhatsApp messages need them.
- If you chose SMS: connect an SMS provider or finish business verification.
- Only message customers who've agreed to hear from you. Mention it at the sale or in your order message, and respect anyone who says stop.
- Add people to the Owners team, publish the Record a sale form, switch the follow-ups and the report on one at a time, and test with your own phone and a test sale.
- Most customers of a small seller are already on WhatsApp, so it is usually the better choice. Plan for the approval wait: submit the three templates on day one and keep sending by hand until Meta approves them. The review and restock messages are marketing messages, which can cost more per conversation than the delivery check.
- The restock gap depends on the product. Skincare, food and beauty supplies run out in 3 to 6 weeks; clothes and furniture don’t. Set it per business, and run the playbook again with a longer gap for a second product line if you need to.
- Record the sale when the customer pays or confirms, not at the end of the week. A delivery check that arrives a week after the parcel is worse than none.
- The form doesn’t ask for prices or order contents. Keep those in your order book or Instagram chats. Only message people who agreed to hear from you, and keep review requests to once a month.
This playbook is synthesized: no customer has run it with us yet. If you build it, tell us what you changed, and we’ll replace it with the real version.
Copilot eval
Section titled “Copilot eval”The request used to test the copilot on this playbook (a live eval):
I sell clothes and skincare on Instagram and WhatsApp. I'll record every sale on a form. Two days after a delivery sale, message the customer on WhatsApp to ask if it arrived OK. Five days after any sale, ask them to leave a review or tag us on Instagram. Customers who haven't bought for 30 days should get a message asking if it's time to restock, with my catalogue link. Send me a monthly summary of sales.
It passes when every piece is a valid draft and everything lands off, with at least: form, segment, workflow, message_template, report. It must never use: discount, cart, checkout, abandoned.